Michael Sosanya

405-***-****

ad36s5@r.postjobfree.com

***** ****** *****

Edmond Ok 73012

Professional Experience

CUSTOMER SERVICE MANAGER December 2019 – Current

Caliber Home Loans, Inc.

Supervised a team of 18 customer service and account resolutions agents

Oversaw customer inquiries and focused on customer satisfaction

Interviewed candidates for customer service and collections roles

Implemented metrics for team goals and evaluated performance

Monitored Real Time Adherence

Coached and developed agents

SENIOR ESCALATION SPECIALIST Oct 2016-December 2019

Caliber Home Loans, Inc.

Development of Customer Service Specialists, to improve their ability to meet goals as incoming agents on the floor

Aided Customer Service/Collection agents with tools and knowledge regarding customer inquiries

Demonstrated leadership, while providing agents with the tools and knowledge for escalated calls

Completed manual processes such as CIT's, Emails, Faxes, etc

Trained and educated new hires

CUSTOMER ADVOCACY Nov 2015-Dec 2016

Caliber Home Loans, Inc.

Responsible for responding to Caliber customer complaints in a timely and efficient manner; types of complaints received come directly from the CFPB, BBB, Attorney General, or customers; disputes always completed in accordance with CFPB guidelines and Caliber service level agreement (SLA)

Verification of loan origination documents, ensuring customer identity and privacy, and maintaining up to date policies and procedures

Perform quality assurance of case documents and conduct presentation for internal committees and groups relating to processes and reports

DHS CASE FILER Jul 2013—Sep 2015

Oklahoma Department of Health

Organized documents via excel application

Record keeping for sensitive Department of Human Services child welfare cases

Documenting case information via Word application into the KIDS system from a case file

Academic Qualifications

Bachelor of science

University of Central Oklahoma

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